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Make or turnover? Used to workshop manage a large independent (3 FT mechs + 2 FT new bike assemblers + 2 PT wastes of spaces that I would have preferred didn't bother coming into work but wasn't aloud to fire them as they were their families mates neighbours kids or something) and yeah, would see healthy turnover from doing a lot of punctures, but even when the folk had a strict 'no faff, no chat, no btw can you tune my entire bike' kind of a deal, it covered costs obviously, but the time of the good FT mechanics was much better served dealing with workshop work. Kept them happier to that they knew what their day looked like at the beginning of the day so could effectively plan stuff out.
Had days when you'd see 20-35 punctures in a day, and the amount of swearing coming from the workshop went from 'maybe don't let kids down there' to 'i'm not going in there'. So moved to keeping the PT + bike assemblers on call for punctures and not use the FT guys for them unless absolutely needed. Worked fairly well that way, until the inevitable broken axle, wrong size wheel in frame, you name it but honestly not a money making centre, just a service and it gets folk in the door, might pick up a bell, might notice some stuff on their bike thats worth booking in for etc.
Have found the only folk that tend to baulk at the £12 for labour + new tube cost likely to have a costa/starbucks £5+ flavoured latte in their hands, and have arrived in a new £50k+ leased merc/audi SUV. Everyone else is just happy it can be done while they wait around 10 minutes.
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BrickMan
We can make close to £350 on punctures alone a week (£10 labour, about 5 a days) excluding Brompton and Dutch/Tern GSD type, it seemed a small task but does add to our labour target.
It sound like they either not getting enough punctures, not charging enough, not having shop floor staff to do it or simply poor management.